AI is reshaping customer service, but budget constraints and organisational silos are slowing adoption, says Telviva.

TechCentral

AI adoption in customer service faces significant barriers despite widespread interest, with 90% of organizations planning implementation but only 45% having deployed it. Budget constraints (68%) and conflicting business priorities (55%) are the primary obstacles. AI applications extend beyond chatbots to include centralized data access, real-time compliance monitoring, automated quality assurance covering 100% of interactions, sentiment analysis, and agent assistance tools. The shift moves transactional interactions to self-service channels while human agents focus on complex issues requiring empathy. Successful AI implementation requires viewing contact centers as value generators rather than cost centers, using technology to supplement rather than replace human advisors.

Trends that are shaping the use of AI to improve CX

Doing more with AI to enhance experiences

Reducing the load and accelerating issue resolution